Pressing asterisk key(*) becomes "10", pound key(#) becomes "11" after a on hook transfer

[mattyang]

Hi,

I have vvx phones (201,310,311) running with uc software 5.6.3.

After a call transfer, the phone shows "10" when you hit asterisk(*) key and "11" when you hit pound(#) key. When this issue happens, you can cancel this dialing then */# keys response normally when you try next time.

And this issue only happens when the phones are on hook all the time. If you dial */# off the hook after the transfer, the keys behave normally.

It looks like related with voIpProt.SIP.dtmfViaSignaling.rfc2976.nonLegacyEncoding but it won't solve the issue if this parameter is set.

I've tried to update to latest 5.9.1 but the issue still exists.

Can anyone give advise? 

Thanks.

[SteffenBaierUK]

Hello @mattyang,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[mattyang]

Phone Model:  VVX311 (But vvx310 and vvx201 also have this issue)

UC Software Version:  5.9.1.0615 (Other versions like 5.6.4.1088, 5.4.7.1696 also have this issue; While the issue does not exist in version 4.1.8)

Call platform : opensip (asterisk)

No additional polycom infrastructure.

[SteffenBaierUK]

Hello @mattyang,

if you do not have the issue in 4.1.8 simply downgrade your units to this version. For anything else we would need to see this in support.

I cannot find a reseller for 64167f414635 as this shows up provided by Polycom so please work with your Polycom Sales Engineer to get this into support so we can verify and if this is a bug fix this.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services